ApprenticeshipCustomer Service Practitioner
- 2026
- 2027
Course overview
Whatever the industry, providing a high level of customer service is key. In this apprenticeship, you'll learn new, and improve on existing skills to deliver a memorable customer service experience for clients and colleagues.
A customer service practitioner delivers high quality products and services to the customers of their organisation. Your core responsibility is to provide a high quality service to customers which could be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after-care, service recovery, or gaining insight through measuring customer satisfaction.
You may be the first point of contact and work in any sector or organisation type and your customer interactions may cover a wide range of situations involving face-to-face, telephone, post, email, texts, and social media.
Your actions will influence the customer experience and their satisfaction with your organisation. Throughout this apprenticeship, you will learn how to deliver excellent customer service skills and behaviours, as well as product and/or service knowledge when delivering to your customers.
You'll also explore how to provide service in line with your organisation’s customer service standards and strategy and within appropriate regulatory requirements.Â
Any questions?
Contact the apprenticeships team
Email:Â
For employers
Apprenticeships can add value at all levels of your business:
- Upskill your staff with industry relevant qualifications.
- Drive an increase in productivity.
- Promote long-term loyalty and reduce staff turnover.
- Reduce the cost of qualifications and training.
- Develop staff with a minimum of interruption to day-to-day operations.
- Offer genuine opportunities for personal development to both full-and part-time staff.
- Scale your business with the help of an increasingly skilled workforce.
For apprentices
Here's what a higher or degree apprenticeship can offer you:
- A combination of on-the-job and academic study which is relevant and applied.
- A debt free future with zero tuition fees. (Please note, as apprenticeships are funded by employers, apprentices are not eligible to apply for Student Loans Company loans)
- An opportunity to develop new skills and progress within your industry.
What does this course lead to?
This apprenticeship can lead to roles in many industry sectors, such as automotive, pharmaceutical, telecommunication, retail, finance, food and drink, travel and leisure, local and county councils, the NHS, voluntary and charity, utilities, pharmaceuticals, insurance, and hospitality.
Who is this course is for?
This apprenticeship is ideal for those already working in a customer service environment - perhaps in a junior role - who want to improve on their existing knowledge and build confidence to provide a high standard of customer service.
Facilities
This course is delivered online. Solent’s virtual learning environment gives students 24-hour access to course materials, discussions, learning support and assignments.
You will need a personal computer or laptop and access to a broadband internet connection.
Come to an open day
Fancy a sneak peek? Take a look around!
What you'll study
Core modules
Customer Service
.
Understanding Customers, Stakeholders and Equality
.
Communication and Live Service Environments
.
Product, Service and System Knowledge
.
Delivering 'Right First Time' Service
.
Handling Customer Conflict and Challenge
.
Service Recovery and Influencing Skills
.
Team Working and Internal Customer Service
.
Personal Organisation, Targets and Performance
.
Developing Self and Using Feedback
.
How you'll study
The course is delivered online, meaning there's a high degree of flexibility for apprentices to study alongside their work, and for employers to suit the needs of their business. You'll take part in regular workshops with your fellow students and you'll also receive dedicated 1-2-1 time with your tutor.How you'll be assessed
- End-point assessment
- Assignments
- Project work
Solent’s curriculum framework builds on our unique, creative and applied approach to teaching. The transformation of students’ lives is at the heart of our mission as a university, and our curriculum – informed by the latest theory – reflects this shared educational vision.
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Fees and finance
Businesses with an annual payroll above £3million will be classed as a levy paying employer and will be able to use funds accrued in their digital apprenticeship service (DAS) account for payment of the training. Please contact us for guidance on fees if you are a non-levy employer which will cover at least 95% of the costs.
- The maximum funding drawdown for this course is: £3,500
Apprentices pay nothing towards their course fees
The course fees will be covered by your employer.
Optional Costs
While most course costs are covered by your tuition fees, some essential resources and optional extras may need to be paid for separately. For advice on budgeting and managing your money, please contact student.funding@solent.ac.uk.
Earn while you learn
As an apprentice you'll earn while working and studying towards your degree.
Graduation costs
There is no charge to attend graduation, but you will be required to pay for the rental of your academic gown (approximately £45 per graduate, depending on your award). You may also wish to purchase official photography packages, which range in price from £15 to £200+. Graduation is not compulsory, so if you prefer to have your award sent to you, there is no cost. Extra guest tickets will go on sale after results publication and will be sold on a first-come-first-served basis. The cost per ticket is currently £20. Please note, we do not guarantee there will be any extra tickets available to purchase.
Entry Requirements
To study for an apprenticeship, you must be employed by a sponsoring organisation. The specific entry requirements will be agreed with your employer.
All apprentice applications need to go through apprenticeships@solent.ac.uk in the first instance. Applicants will be expected to provide the following documents during the onboarding process:
- CV
- Job description
- Maths and English certificates - GCSE/GCE/Functional Skills*
- Completed skills assessment (template provided by Solent's apprenticeships team)
- Passport/visa (showing access to public funds if non UK passport), or birth certificate
- Share code to show immigration status if applicable
Please note: if any certificates are from outside of the UK, you will need to have a Naric Equivalency Statement alongside the certificates.
* Maths and English delivery to achieve Functional Skills Level 2 can be provided for some courses and should be discussed at onboarding stage if you do not have Maths and English certificates at Grade 4/C and above.
Eligibility
To be eligible for an apprenticeship, you must:
- have a contract of employment that spans the length of the apprenticeship
- hold a UK passport, or if you are a non-UK national, have valid passport and Share code to demonstrate residency
- have lived in the UK for the past three years
- have access to public funds (residency status/visa status)
What is an apprenticeship?
An apprenticeship offers a unique blend of work experience and academic study. Candidates on an apprenticeship will work a paid job while simultaneously working towards a relevant qualification in their chosen field.
Apprentices are employees with a contract of employment that must cover the duration of the programme being studied. Apprentices have guaranteed time from their employer to complete their studies, at a minimum of six hours a week, known as off-the-job training hours. The University will provide each apprentice with a tracker to ensure these off the job hours are logged to demonstrate compliance with this funding rule.
This course is delivered online, meaning there's a high degree of flexibility for apprentices to study alongside their work, and for employers to suit the needs of their business. You'll take part in regular workshops with your fellow students and you'll also receive dedicated 1-2-1 time with your tutor.
This course is also offered with flexible start dates to meet the needs of the employer and the apprentice, so you will never have to wait for the course to begin in the future. We call this method 'roll on and roll off' so you can pick the month that suits your needs the best to start.
Higher and degree apprenticeships
Solent offers a diverse range of higher and degree apprenticeships, some of which will include an additional qualification that will be studied within the Apprenticeship Standard, e.g. HNC, BA or BSc.
Our apprenticeships give employees the opportunity to upskill in their chosen field or retrain for a new career while working.
Employers will see an increase in knowledge and skills, improved productivity, and a boost in the expertise of the workforce.
Find out moreTake a look around
Visit us on campus and explore Solent University by registering for one of our apprenticeship events.
Come to an open daySupport at Solent
All students at Solent University have access to a range of specialist support services. Whether you are having financial difficulty, need additional help with academic skills or want advice on setting up your own business you'll find that help is always on hand.
Most of our specialist support services are based around the Student Hub, a central space where you can access all the information and support you may need during your time at University. The Student Hub is the first point of contact if you have any queries relating to your course, including questions about your timetable, options, and assessments and extenuating circumstances.
Solent's learning technologies team are on hand to offer help and guidance with the University's online learning platform, Solent Online Learning (SOL). You can contact the team either by email or via their virtual helpdesk, which is open 10am-4pm on weekdays.
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